Service Excellence in Indonesia Private Elderly Care Institutions

Abstract

This study analyzes the condition of service excellence in private elderly care institutions in Indonesia and identifies challenges and opportunities to improve service quality. With the increasing elderly population and demand for quality care facilities, it is important for private institutions to implement optimal service standards. This study uses a qualitative approach with in-depth interviews and observations of several elderly care institutions in Indonesia. The results of the study indicate that although several institutions have implemented good service practices, there are still obstacles such as limited professional staff, lack of service standard regulations, and challenges in financial and technological aspects. Therefore, the recommended strategies include increasing training for nursing staff, implementing technology in care services, and strengthening regulations to ensure consistent service quality. This study provides insights for stakeholders in improving service standards in private elderly care institutions in Indonesia.